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TeamViewer for Remote Tech Support? You betcha!
Updated July 06, 2021

TeamViewer for Remote Tech Support? You betcha!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with TeamViewer

TeamViewer is used for technical support across the global institution. It is utilized to support end-users with a multitude of technical needs. Remote installs, how-tos, monitoring Zoom equipment, and seeing which devices are online/offline are all different ways the software has been utilized. Keeping groups of machines has helped with asset management and quickly supporting end-users as well.
  • Fast
  • Reliable
  • Tech support
  • Ease of use
  • Speed: It can be laggy at times.
  • Better user interface.
  • Faster tech support
  • Increased efficiency
  • Better dependability
It much faster interfaces and didn't seem as intrusive on machines. The ability to see assets in a list and remote in has really helped. It ensures we don't necessarily have to keep a separate list to reference. That ability is also helpful to quickly see which machines are currently online and which are offline. This was especially helpful with Zoom troubleshooting.

Do you think TeamViewer delivers good value for the price?

Yes

Are you happy with TeamViewer's feature set?

Yes

Did TeamViewer live up to sales and marketing promises?

Yes

Did implementation of TeamViewer go as expected?

Yes

Would you buy TeamViewer again?

Yes

We were able to roll out a msi package via active directory to easily distribute the product across the enterprise. The quick support options have also been a life-saver for those that do not have the software already installed. With everything going remote in 2020, TeamViewer ensured we were able to support everyone, no matter what connection or device they were on.
We have not utilized these.
It is a great platform for remote support. Being able to see a list of assets and quickly remote into those devices is extremely helpful. Being able to access remote machines, transfer files and chat with the end-user is great. It has some webinar features but those don't seem necessary for the product and the feature set is quite limited.

TeamViewer Feature Ratings

Remote Administration
7.4
Screen sharing
9
File transfer
8
Instant message
7
Secure remote access with Smart Card authentication
Not Rated
Access to sleeping/powered-off computers
Not Rated
Over-the-Internet remote session
9
Initiate remote control from mobile
8
Remote management of servers & workstations
7
Remote Active Directory® management
Not Rated
Centralized management dashboard
6
Session record
6
Annotations
Not Rated
Monitoring and Alerts
7
Multi-platform remote control
7

TeamViewer Security and Support

Using TeamViewer

10 - About 10 technicians use TeamViewer for support, however if you consider that we have it installed across all of the computers, the number is higher. However, the end-users don't really "use" TeamViewer". Instead, their computer just is available to be connected to via the software. The technicians are all in the information technology department.
4 - Our computer technicians support TeamViewer. But outside of installing the software, there isn't much to support. It just works. A general understanding of computers or connecting to remote machines is all that is needed to leverage the software. By doing this, we are able to save time and focus on other priorities.
  • Remote support
  • Monitoring Classroom computers
  • At-a-glance asset management
  • Seeing which classroom computers are on and connected before we send a worker to the location
  • Easily jump onto a computer to help "in the moment"
While there are many remote control services and software packages, TeamViewer is easy to use and saves us a lot of time. We have to support machines all around the world, so having the option to quickly connect from any device to do remote installs, troubleshooting or monitoring has been invaluable.

Evaluating TeamViewer and Competitors

Yes - RealVNC. This worked well but only for machines on the local network. The scope of where machines were located changed drastically with the pandemic so we needed to remain flexible across home networks and business networks as well.
  • Price
  • Product Features
  • Product Usability
Easy to use was most important for us.

TeamViewer Support

We rarely needed them, which is great. It confirms the platform works well.
ProsCons
Quick Resolution
Good followup
Knowledgeable team
Problems get solved
Support understands my problem
Support cares about my success
None
No, didn't feel it was needed since the software is pretty straightforward.

Using TeamViewer

It's pretty intuitive. The interface can be a little tricky at times and some people get thrown off by the sliding out menu that happens when you connect. Outside of that it works really well and is easy to understand from the technical support side when connecting to and working with remote machines.
ProsCons
Like to use
Relatively simple
Easy to use
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Connect to a remote machines
  • remote control of remote machine
  • file transfer to remote device
  • Webinar wasn't great
Yes - The "controls" are a little tricky to figure out at first but then it works pretty darn well. I have done remote support of a windows PC from an android phone and was able to get the work done while out-and-about. Sometimes using such a small screen can be cumbersome, but the way it scaled and had the option to move the mouse pointer via a familiar "touchpad" control made it pretty intuitive. It would be a disaster if it would have scaled the whole screen down to a tiny phone screen. Well done!